About the Role

We're looking for a Customer Service Manager to lead and scale our customer support operations. You'll be the voice of our customers internally and ensure every interaction with RampRight exceeds expectations.

As our first dedicated customer service hire, you'll build our support processes from the ground up, develop our knowledge base, and create a world-class customer experience. You'll work closely with our product and engineering teams to advocate for customer needs and drive continuous improvement.

This is an opportunity to shape how we support and delight our customers at a critical stage of growth. You'll have significant autonomy to build systems and processes that scale.

What You'll Do

• Own the end-to-end customer support experience across all channels (email, chat, phone)
• Build and maintain our knowledge base, FAQs, and self-service resources
• Develop support processes, playbooks, and best practices that scale
• Track and analyze support metrics to identify trends and improvement opportunities
• Collaborate with product and engineering to escalate bugs and advocate for customer needs
• Onboard and train new customers to ensure successful product adoption
• Create customer feedback loops to inform product roadmap decisions
• Handle escalations and complex customer issues with empathy and urgency
• Build relationships with key accounts and serve as their trusted advisor

What We're Looking For

• 3+ years of customer service or customer success experience in B2B SaaS
• Proven track record of delivering exceptional customer experiences
• Strong written and verbal communication skills
• Experience with support tools (Zendesk, Intercom, Freshdesk, or similar)
• Ability to explain technical concepts to non-technical users
• Problem-solving mindset with attention to detail
• Self-motivated and comfortable working independently in a remote environment
• Passion for helping customers succeed and building lasting relationships

Nice to Have

• Experience at an early-stage startup building support from scratch
• Background in HR tech or employee experience platforms
• Experience managing or mentoring support team members
• Familiarity with CRM tools and customer health scoring

Compensation & Benefits

• Competitive base salary based on experience
• Meaningful equity package (stock options)
• Health, dental, and vision insurance
• Unlimited PTO policy
• Remote-first work environment
• Home office stipend
• Professional development budget
• Regular team offsites and events

About RampRight

RampRight is transforming how companies onboard and continuously ramp their employees. We go beyond traditional onboarding—our platform helps organizations create structured, engaging experiences that not only get new hires productive faster, but keep them growing, aligned, and performing at their best long after day one.

We believe that onboarding is just the beginning. True employee success comes from continuous ramping—ongoing development, regular check-ins, and adaptive learning paths that evolve with each person's role. When companies invest in their people beyond the first 90 days, they see higher engagement, better retention, and stronger performance across the board.

We're a small, fast-moving team backed by top investors. We value ownership, transparency, and continuous improvement. If you're excited about building something meaningful and want to have a real impact on how millions of people grow in their careers, we'd love to talk.

Interview Process